Name of the source
|
Description
|
email.messages.incoming.count |
The total number of incoming individual email messages. |
email.messages.outgoing.count |
The total number of outgoing individual email messages. |
email.tasks.completed.count |
The total number of completed email tasks (conversations). |
email.tasks.completed.duration |
The total duration it took for email tasks (conversations) to be completed. Starts from the time the first email in the task is received until the task is closed. |
email.tasks.completed.duration.less.than.1.hour
|
The total number of email tasks (conversations) that were closed within less than 1 hour from when the first email in the task was received. |
email.tasks.completed.duration.less.than.12.hour
|
The total number of email tasks (conversations) that were closed within less than 12 hours from when the first email in the task was received.
|
email.tasks.completed.duration.less.than.24.hour
|
The total number of email tasks (conversations) that were closed within less than 24 hours from when the first email in the task was received.
|
email.tasks.completed.duration.less.than.4.hour
|
The total number of email tasks (conversations) that were closed within less than 4 hours from when the first email in the task was received.
|
email.tasks.completed.duration.less.than.48.hour
|
The total number of email tasks (conversations) that were closed within less than 48 hours from when the first email in the task was received.
|
email.tasks.completed.duration.less.than.8.hour
|
The total number of email tasks (conversations) that were closed within less than 8 hours from when the first email in the task was received.
|
email.tasks.created.count |
The total number of created email tasks (conversations). |
email.tasks.created.incoming.count |
The total number of created email tasks (conversations) that were started with an incoming email. |
email.tasks.first-assignee.count |
The total number of email tasks (conversations) that were assigned to an agent for the first time. |
email.tasks.first-response.duration |
The total duration it took for an email task (conversation) to receive the first response from an agent. Starts from the time the first email is received, and ends when the first response is sent by an agent. |
email.tasks.not-completed.count |
The total number of email tasks (conversations) that were not completed. |
email.tasks.offered.count |
The total number of email tasks (conversations) that were offered to others by an agent. |
email.tasks.reopened.incoming.count |
The total number of email tasks (conversations) that were reopened by receiving or sending a new email after they had been previously closed |
email.tasks.unassigned.count |
The total number of email tasks (conversations) that were not assigned to any agent. |
email.tasks.work.duration |
The total duration of work on email tasks (conversations). Starts when the task is first assigned to an agent, and ends when the task is closed. |